What are the responsibilities and job description for the Customer Service Rep (CSR) position at Rite Way Heating Cooling and Plumbing?

Are you ready to join a dynamic team that values hard work, continuous learning, and making a positive impact on customers' lives? Look no further!

At Rite Way, we pride ourselves on offering the best solutions and service to meet our customers' needs, all while fostering a supportive and collaborative work environment. We believe in investing in our employees - providing ongoing training and development opportunities to cultivate the best talent and technical expertise in every market we serve.

In addition to a competitive salary and benefits package, we offer :

A culture that values effort and rewards results
Health, dental, and vision insurance with low employee contributions
Paid vacation and sick time plus six paid holidays each year
401(k) retirement savings options with company match
Affordable supplemental insurance offerings including accident, life, critical illness, and disability
Weekly pay

If you are passionate about helping people improve their homes, have a strong work ethic, and enjoy working both independently and as part of a team, we encourage you to apply. Please note that this role may require working in diverse and potentially uncomfortable indoor and outdoor environments.

This is not the right fit for you if you are not looking for a long-term career or are unable to consistently demonstrate an exceptional work ethic, including excellent attendance. We value teamwork and those who enjoy working as part of a team will thrive in this role.

JOB SUMMARY

The Customer Service Representative (CSR) facilitates inbound and outbound interactions via telephone, email, and live chat to ensure delivery of outstanding customer service through demonstration of skill and expertise in general customer service, and Rite Way product knowledge. The CSR fosters trust in every interaction and maximizes customer satisfaction to grow and maintain customer relationships, and guarantee repeat business.

DUTIES & RESPONSIBILITIES

Answer inbound calls quickly and professionally.

Perform outbound calls to customers with intent to schedule by offering specials or reminders of routine service.

Communicate with customers verbally, by text, and by email correspondence.

Accurately book appointments for All Departments

Utilize good judgment and understanding of company policies to effectively make decisions and resolve customer issues.

Maintain daily performance goals.

Maintain product knowledge of VIP Membership plans and provide options to customers as sales.

Maintain and update Service Titan with complete & accurate information.

Perform On Call duties in weekly On Call rotation.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive, but representative; other duties may be assigned.

COMPETENCIES FOR SUCCESS

Communication

Customer Focus

Dependability / Productivity

Interpersonal Skills

Organization Skills

Quality

Results Orientation

Adaptability

Initiative

Problem Solving

Results Driven

Sense of Urgency

Teamwork

REQUIRED SKILLS & ABILITIES

HVAC & Plumbing knowledge preferred

An effective communicator who understands the importance of listening and being empathetic

Ability to work and grow in a fast-paced, high volume call center environment.

Open to feedback to support your performance and development.

Willingness to learn new skills and ability to adjust to changes quickly.

Proficiency with computers (ability to navigate within multiple screens) & a good typist.

Very reliable and trustworthy

EDUCATION & EXPERIENCE

High School Diploma or Higher preferred

Minimum 1 year of customer service experience preferred

PHYSICAL DEMANDS

Must be physically able to lift, lower, push, and pull objects of up to 25 lbs. unassisted

Ability to stand, walk, climb, bend, stoop, and crouch for extended periods of time

WORK ENVIRONMENT

Office environment

WORK SCHEDULE

Schedules vary and may include : (days) M / T / W / Th / F, M / W / Th / F / Sat, M / T / W / F / Sat, and (times) 7A-3 : 30P, 7 : 30A-4P, 8 : 30A-5P, 9A-5 : 30P, and 11A-7 : 30P. Periodic rotational on-call work may also be required.

REMOTE WORK ELIGIBILITY

Not Eligible

EQUAL OPPORTUNITY EMPLOYMENT STATEMENT

Rite Way is an Equal Opportunity Employer (EOE) and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, protected veteran status, or any other personal characteristic protected by Federal, State, or Local Laws. Learn More

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